Setting for "Working hours" for ServiceHub
Submitted by Brandonbaker on Sep 17, 2018 12:06 PM
The ability to have a global setting in which we could set working hours for our support team who is using ServiceHub.
- This would allow us to drive workflows and autoresponders for tickets and conversations submitted outside of working hours.
- It would also allow us to obtain a higher degree of accuracy for our analytics.
- Example: Average Time to Respond Over Time, Average Time to Close, Average Time to Respond all are taking into account the weekend.
- We need the ability to pull the tickets that are submitted over the weekend or holidays (outside working ours) to start the time attributed to that ticket once we are inside of working hours. Example: working hours are M-F 8am-5pm. A ticket is submitted at 7:30pm on Friday. The counters on that ticket should not start until 8am on Monday when our team is back working again. Currently, we have data that is showing subpar response times.